WorkNomads is on the hunt for a Genesys Cloud Engineer to join our team!
Who We Are:
We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.
Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.
Diversity celebrated — 40+ nationalities, 4 continents, one team.
Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.
Your mission at WorkNomads:
Design, develop, configure and maintain Genesys Cloud CX solutions for production contact center environments.
Take technical ownership of Genesys Cloud solutions from requirements and architecture through implementation, testing, deployment and ongoing support.
Design and implement IVR, inbound and outbound call flows using Genesys Architect, with a focus on scalable, maintainable and reusable solutions.
Design and implement AI-powered IVR and virtual agent solutions, enabling customers to interact with conversational AI through voice and other channels.
Design and implement automated and AI-powered outbound campaigns, including predictive/progressive dialing, automated customer outreach, campaign segmentation, call strategies and intelligent follow-up workflows.
Work with omnichannel campaign capabilities, including voice, email, SMS and other supported digital communication channels.
Architect and configure ACD, routing, queues, skills, users, permissions and contact center workflows according to business and technical requirements.
Investigate and resolve complex production issues, providing L2/L3 support where required and taking ownership through to resolution and follow-up.
Troubleshoot Genesys Cloud, SIP, RTP, VoIP, DNS and networking issues, working with infrastructure, network and application engineering teams when required.
Translate business and operational requirements into technical designs, solution architectures and Genesys Cloud implementations.
Contribute to the design of customer-specific solutions and participate in technical discussions with customers, engineers, architects and operational teams.
Evaluate new Genesys Cloud AI, automation, outbound and digital capabilities and identify opportunities to incorporate them into customer solutions.
Produce and maintain technical documentation including solution designs, architecture documentation, integration specifications, AI solution designs, campaign designs, configuration standards and knowledge-base materials.
Requirements
We want to hear from you if you have:
5+ years of hands-on experience with Genesys Cloud CX or a closely related Genesys/contact center technology.
Experience designing, developing, configuring and supporting production Genesys Cloud environments.
Strong practical experience with Genesys Cloud Architect, including designing and troubleshooting complex IVR and call flows.
Strong understanding of Genesys Cloud AI capabilities, including Genesys Copilot, virtual agents and AI-powered customer and agent experiences.
Understanding of omnichannel customer journeys spanning voice, email, SMS, digital channels, AI and human agents.
Strong analytical and problem-solving skills and a structured approach to technical design and troubleshooting.
Ability to take ownership of technical solutions throughout their lifecycle, from requirements and architecture through implementation and production support.
Excellent communication and technical documentation skills.
Genuine interest in developing further into Genesys architecture, AI, integrations, automation, outbound campaign solutions and intelligent contact center technologies.
Strong advantages
Experience building AI solutions that integrate with CRM systems, knowledge bases, APIs and backend applications.
Good understanding of APIs, REST, JSON and OAuth, preferably in the context of Genesys Cloud.
Experience integrating Genesys Cloud with CRM, marketing automation, customer-data platforms or other enterprise systems to drive automated campaigns.
Experience with Salesforce or other CRM integrations.
Genesys Cloud certification.
Experience with cloud platforms such as Azure.
Benefits
Perks of being one of us:
Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
Autonomy: an environment where your technical vision matters, and you own your work-life balance.
Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
Global vibe: an international, dynamic, remote-first workplace.
Connectivity Support: home office allowance
Total Rewards: paid time off and competitive remuneration.
Community: team get-togethers and networking events are in our DNA!
Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
Be part of something beyond work: culture, values, impact.
How to Apply / What Happens Next:
1. Send us your CV by hitting the “Apply” button.
2. You will hear from one of our Global Talent Connectors within 5 business days with the next steps.
3. Meet us on MS Teams and tell us what excites you.
4. Next stage could be a test or a task - we want to see what you DO (not just what you say)
5. Along this journey and depending on the role you are applying for, prepare to meet either our Chief Talent Gaucho, your future leader or our Head Honcho!